Response from the owner - 2 years ago
I'm sorry we misplaced the keys initially on this car. Though we have a keyboard and a good system of identifying keys, sometimes a technician will forget and slip the customer's keys into their pocket. While this is embarrassing and we wish it never happened, it has always been easily fixed by simply asking the technician for the keys, which is what we did and were able to give the keys to Marc. In our 28 years in business, we have misplaced keys but have never actually lost any. I have difficulty knowing just how to respond to the second complaint. We did replace the computer on this car but the request for a free diagnosis so Marc could fix it himself was made nine months after the initial work was done and was unrelated. I presume that Quality Automotive did as requested and told Marc which part to replace. They are a fellow Napa AutoCare center and I have high respect for them so I can only guess they had hoped to get the repair work. I hope it isn't too difficult to understand why we have a hard time doing free diagnosis so someone can fix a car themselves.
As to the price of our parts, we do make a reasonable profit on our parts as we need to in order to keep our doors open, much like we have to charge for diagnosis in order to pay for our equipment and technician's labor and expertise. I love doing this work so much that if I could do it for free and still somehow earn a living, I would. But since I have to earn a living like most people, I can't do as Marc suggests and keep my door open.